IT User Satisfaction Survey
The IT User Satisfaction Survey was conducted online during the period 3 - 14 December 2007. Its purpose was to understand the staff user experience for IT systems at the University, specifically the degree to which each IT system is critical to day to day operations and the perceptions about the reliability of those systems. 63 staff responded.
Four key surprises:
- 100% of respondees use the HR / Payroll system at least once per month, presumably the employee self service kiosk.
- 78% of respondees use the wireless network at least monthly.
- 82% of respondees regularly access their email from off campus.
- 50% of respondees regularly use the dialup services (also known as RAS or MURAS).
Moving Forward
The University has again funded a portfolio of IT projects to improve service reliability and availability across campus. Details of the approved projects for 2008 are contained on the ITS web site at http://www.its.mq.edu.au/projects/index.html.
Please bookmark this page as it will contain regular updates on progress against each project. These initiatives will gradually address a number of the concerns expressed in the survey, for example:
- Stabilisation of the University’s computer network and a substantial upgrade in capacity. This will result in less downtime and faster system response times. (Project STAB06 - Upgrade Building Infrastructure)
- Extended hours of support to include evenings and weekends for critical systems. (Projects ITS801 Data Centre Managed Services and ITS802 Network Managed Services)
- Reduced turnaround for resolving support problems escalated to the ITS Service Desk. (Project ITS803 Increase First Call Resolution Rate for Service Desk)
- Extended and upgraded access to the wireless network. (Project ITP801 Wireless)
- Improved IT and management information planning (Project ITP813 IT Architectures / Strategy)
- Updated telephone system (Project STAB38 Replace PABX)
- And others.
Service Offerings
The services provided by IT Services have traditionally not been well understood and many of the comments in the survey reconfirm this is the case. In response to this issue, we are pleased to release version 1 of the ITS Service Catalogue which can be found on the ITS web site at http://www.its.mq.edu.au/studserv/index2.html. The catalogue will be continuously updated to show new services and additional details on how to use the existing services.
Survey Results
A summary of the survey results is contained below. Thank you to those staff who responded. The results will greatly assist in planning future improvements.
Mary Sharp
Director IT Services
Survey Results
Question 1 - What Division / Office do you spend the greatest percentage of your time working in ?
Total Responses = 63
Question 2 - How would you rate your level of computer literacy ?
Question 3 - How frequently do you use the following services ?
Question 4 - Which of the following services do you use from off campus (at home, overseas, etc)
Question 5 - Approximately how long has it been since you were unable to access the system because of technical issues ?
Question 6 - Do you know how to get assistance when required ?
Question 7 - When you contact IT for assistance, has your problem been resolved in a timely manner and completed to your satisfaction?
Comment : IT support is highly decentralised at the University. Of the 63 responses, 14 are customers of the central ITS Service (Help) Desk and the remaining 47 are customers of decentralised Divisional / Office Help Desks. Customers of IT Services are the business units who purchase end-user Service Desk support via a Service Level Agreement (CPD, Humanities, Law, ITS, Macquarie International, SIBT and VC’s Office) and the IT staff of all other Divisions / Offices.
The results of this question are shown in three graphs. Firstly the consolidated results show the overall perception of IT support regardless of the provider. The other graphs brake down the results to show the perceptions of the customers of the central ITS Service Desk, followed by the perception of all decentralised Help Desks.
